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I am writing to you to formally request your mediation with Luckland Group BV , operator of the JackMillion , Casino Midas and SpinSamba casinos, with the aim of finding a fair and definitive solution to a situation that has seriously affected my health and finances.

Current Situation

SpinSamba: Account active despite multiple requests for closure due to gambling addiction.

Midas Casino: Requested to close on several occasions, always attesting to my addiction. Currently closed, but easily reactivated by contacting the VIP department or responding to promotions.

JackMillion: Recently closed due to gambling addiction, following a formal request.

The three casinos belong to the same business group, the one mentioned above.

Background

I have repeatedly requested the permanent closure of my accounts, expressly stating my gambling problem (with JackMillion, the request was recent). However, the Group has continued to send promotional SMS and emails (with bonuses and reactivation links, the most recent from SpinSamba) and has allowed the reopening of accounts without further verification, either at their request or at my request, always making it clear that my request was due to gambling-related reasons.

These practices have led to relapses with serious financial and psychological consequences, further hampering my rehabilitation process, as evidenced in my psychological reports.

Claim

I request that Casino Guru, as an impartial intermediary, urge the Group (or individual casinos) to:

Close all my accounts immediately and permanently, with no possibility of reopening them under any circumstances.

Remove my data from any commercial lists and completely cease promotional communications.

Refund the amounts wagered after my initial self-exclusion request, providing a detailed statement of deposits, withdrawals, bonuses, and dates (this has happened several times at SpinSamba and Casino Midas, and once at JackMillion).

Please provide a copy of all records (chats, emails, SMS) that include my unsubscribe requests and any promotions sent subsequently.

Procedure

I request that a file be opened, that I contact the Group (or the casinos separately) and that I be informed of each step until I achieve:

The full return of the funds deposited after my initial self-exclusion request, which is recorded at the three casinos mentioned.

Written confirmation of the permanent closure of my accounts and the deletion of all my personal data.

Legal and Procedural Considerations

I am acting on the recommendation of the legal department of the gambling rehabilitation association to which I belong, considering it essential to exhaust all out-of-court mediation through Casino Guru before initiating any legal action. Reaching a satisfactory agreement would mean the withdrawal of any further legal proceedings.

If a satisfactory solution cannot be reached through mediation, this document and subsequent communications will serve as proof of my good faith and willingness to resolve the dispute through extrajudicial means.

Test Booking and Administration

I hereby state that, in this preliminary mediation phase, I am not submitting all the documentation in my possession (chat logs, electronic communications, and bank statements) out of procedural prudence and strategic confidentiality. The remaining documentation will be confidential and, where appropriate, submitted to the competent authority if the dispute is not resolved out of court.

Agreement, Confidentiality and Release Clause

I declare that, should I receive a reasoned and sufficient financial offer to repair the damages caused, I will expressly and definitively accept the agreement. I undertake not to disclose, comment on, or make any public or private statements about the facts of the claim or about any of the casinos involved, in accordance with the legal terms established.

This confidentiality agreement will be binding and extend to any media, unless otherwise required by law or court.

Acceptance of a sufficient financial offer will exempt the operator from compliance with all other legal obligations arising from the facts claimed, and any subsequent action or claim on my part in relation to the same facts and casinos subject to this procedure will be extinguished, unless otherwise required by law.

Thank you for your attention and I look forward to hearing from you.

Me dirijo a ustedes para solicitar formalmente su mediación frente a Luckland Group B.V., operador de los casinos JackMillion, Casino Midas y SpinSamba, con el objetivo de encontrar una solución justa y definitiva a una situación que ha afectado gravemente a mi salud y economía.

Situación Actual

SpinSamba: Cuenta activa pese a múltiples solicitudes de cierre por ludopatía.

Casino Midas: Cierre solicitado en varias ocasiones, siempre dejando constancia de mi adicción. Actualmente cerrada, pero fácilmente reactivable mediante contacto con el departamento VIP o respuesta a promociones.

JackMillion: Cerrada recientemente por ludopatía, tras solicitud formal.

Los 3 casinos pertenecen al mismo grupo empresarial, el antes mencionado.

Antecedentes

He solicitado reiteradamente el cierre permanente de mis cuentas, indicando de forma expresa mi problema de juego (en JackMillion, la petición fue reciente). Sin embargo, el Grupo ha seguido enviando SMS y correos promocionales (con bonos y enlaces de reactivación, el último de SpinSamba) y ha permitido la reapertura de cuentas sin verificación adicional, ya sea por ofrecimiento suyo o a petición mía, siempre dejando claro que mi solicitud era por motivos de ludopatía.

Estas prácticas han provocado recaídas con graves consecuencias económicas y psicológicas, dificultando aún más mi proceso de rehabilitación, tal y como consta en mis informes psicológicos.

Reclamación

Solicito que Casino Guru, como intermediario imparcial, inste al Grupo (o a los casinos de manera individual) a:

Cerrar de forma inmediata y definitiva todas mis cuentas, sin posibilidad de reapertura bajo ninguna circunstancia.

Eliminar mis datos de cualquier lista comercial y cesar por completo las comunicaciones promocionales.

Reembolsar las cantidades jugadas después de mi primera solicitud de autoexclusión, aportando un extracto detallado de depósitos, retiros, bonos y fechas (esto ha ocurrido varias veces en SpinSamba y Casino Midas, y una vez en JackMillion).

Facilitar copia de todos los registros (chats, correos, SMS) donde consten mis peticiones de baja y las promociones enviadas posteriormente.

Procedimiento

Solicito la apertura de expediente, contacto con el Grupo (o los casinos por separado) y que se me informe de cada paso hasta lograr:

La devolución íntegra de los fondos depositados tras mi primera petición de autoexclusión, de la que existen registros en los tres casinos mencionados.

La confirmación escrita del cierre definitivo de mis cuentas y la supresión de todos mis datos personales.

Consideraciones Jurídicas y Procesales

Actúo siguiendo la recomendación del departamento jurídico de la asociación para la rehabilitación de la ludopatía a la que pertenezco, considerando imprescindible agotar la vía extrajudicial mediante la mediación de Casino Guru antes de iniciar cualquier acción legal. La consecución de un acuerdo satisfactorio supondría el desistimiento de cualquier procedimiento judicial ulterior.

En caso de no alcanzarse una solución satisfactoria por la vía de la mediación, este escrito y las sucesivas comunicaciones servirán como acreditación de mi buena fe y voluntad de resolver la controversia por medios extrajudiciales.

Reserva y Administración de Pruebas

Hago constar que, en esta fase previa de mediación, no aporto toda la documentación obrante en mi poder (registros de chats, comunicaciones electrónicas y justificantes bancarios), por prudencia procesal y reserva estratégica. La documentación restante será reservada y, en su caso, aportada ante la autoridad competente si la controversia no se resuelve extrajudicialmente.

Cláusula de Acuerdo, Confidencialidad y Exoneración

Manifiesto que, en caso de recibir una oferta económica motivada y suficiente para reparar los daños ocasionados, aceptaré el acuerdo de forma expresa y definitiva. Asumo el compromiso de no divulgar, comentar ni realizar manifestaciones públicas o privadas sobre los hechos objeto de la reclamación ni sobre ninguno de los casinos implicados, en los términos legales que se establezcan.

Este compromiso de confidencialidad será vinculante y se extenderá a cualquier medio, salvo requerimiento legal o judicial en sentido contrario.

La aceptación de una oferta económica suficiente supondrá la exoneración del operador respecto del cumplimiento del resto de obligaciones legales derivadas de los hechos reclamados, quedando extinguida cualquier acción o reclamación posterior por mi parte en relación con los mismos hechos y casinos objeto de este procedimiento, salvo requerimiento legal en contrario.

Agradezco su atención y quedo a la espera de sus instrucciones.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that we are able to investigate one complaint regarding one casino only, so if you wish to submit complaints about the other casinos belonging into the same group, I recommend you submit additional individual complaints. To better assist you in resolving this matter, I would like to ask you a few questions:

• Can you provide the exact date you submitted your self-exclusion request from Spin Samba Casino for the first time?
• Have you requested self-exclusion via chat only, or did you contact the casino via email as well?
• Please forward me the account closure requests you sent to this casino, along with the casino's responses at veronika.f@casino.guru.
• Could you kindly specify when exactly your account at SpinSamba was reopened and how many deposits you made?
• Is your account currently closed, or is it still available?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronica,

I greatly appreciate your prompt response and the attention you have given to my case. Below, I provide the requested information in as much detail as possible:

1. Exact date of the self-exclusion request:

Unfortunately, I don't have the exact date of my first request for account closure due to gambling addiction, as I didn't save any screenshots at the time. However, I can provide documented evidence from April 21, 2025, which I previously attached to this complaint and which I am also forwarding to you by email, as requested.

2. Channels used for self-exclusion:

I have specifically requested the closure of my account due to gambling addiction at least three times through the casino chat. I have also sent multiple emails requesting the permanent closure of my account and being excluded from any promotional communications.

3. Reopening of the account and deposits made:

On June 14, 2025, I received an SMS with a link that allowed me to access my account again. It was now reactivated and had a bonus available. From that date on, I made three deposits totaling €700. That same day, I again requested closure of the account due to gambling addiction. However, on July 4, the account was reopened, and since then, I have made four additional deposits, totaling €1,150.

I would like to point out that, in addition to these recent deposits, there are many more deposits from before the account was reopened that would have been directly affected if my self-exclusion request for gambling addiction had been honored. I don't have the exact amount of these previous deposits, but I can confirm that the total sum is very high.

4. Current account status:

Currently, my account remains open. I'm trying to compile and recover all the chat conversations and emails in which I clearly express my gambling addiction and request for closure. If you could guide me on how to obtain these records more efficiently, I would greatly appreciate it.

I look forward to any additional information you may need and sincerely appreciate your support in resolving this issue.

A cordial greeting.

Hola Verónica,

Le agradezco mucho su rápida respuesta y la atención prestada a mi caso. A continuación, le facilito la información solicitada de la manera más detallada posible:

1. Fecha exacta de la solicitud de autoexclusión:

Lamentablemente, no dispongo de la fecha exacta de mi primera solicitud de cierre de cuenta por motivos de ludopatía, ya que en ese momento no guardé capturas de pantalla. No obstante, puedo aportar pruebas documentadas del 21/04/2025, que adjunté previamente en esta queja y que también le reenvío por correo electrónico, tal y como me ha solicitado.

2. Canales utilizados para la autoexclusión:

He solicitado expresamente el cierre de mi cuenta por ludopatía al menos en tres ocasiones a través del chat del casino. Además, he enviado múltiples correos electrónicos solicitando el cierre definitivo de la cuenta, así como la exclusión de cualquier tipo de comunicación promocional.

3. Reapertura de la cuenta y depósitos realizados:

El 14/06/2025, recibí un SMS con un enlace que me permitió acceder de nuevo a mi cuenta, la cual ya se encontraba reactivada y con un bono disponible. A partir de esa fecha, realicé tres depósitos por un total de 700 €. Ese mismo día, volví a solicitar el cierre de la cuenta por motivos de ludopatía. Sin embargo, el 4 de julio la cuenta fue reabierta nuevamente, y desde entonces he realizado cuatro depósitos adicionales, sumando un total de 1.150 €.

Quiero dejar constancia de que, además de estos depósitos recientes, existen muchos más depósitos anteriores a la reapertura de la cuenta que se habrían visto directamente afectados si se hubiera respetado mi solicitud de autoexclusión por ludopatía. No dispongo del importe exacto de esos depósitos previos, pero puedo afirmar que la suma total es muy elevada.

4. Estado actual de la cuenta:

Actualmente, mi cuenta permanece abierta. Estoy intentando recopilar y recuperar todas las conversaciones mantenidas por chat y los correos electrónicos en los que expreso claramente mi situación de ludopatía y la solicitud de cierre. Si pudiera orientarme sobre cómo obtener estos registros de manera más eficaz, le agradecería mucho su ayuda.

Quedo a la espera de cualquier información adicional que necesiten y agradezco sinceramente su apoyo para resolver este problema.

Un cordial saludo.

Thank you for your email.

The chat transcripts you sent do not show the exact date. Do you have any screenshots where the date 21 April is clearly visible? This would help us confirm that your account was blocked on that day.

Additionally, have you mentioned the duration of the self-exclusion in any of your conversations with the casino?

Moreover, you mentioned that you requested account closure via email several times as well. Kindly forward me those emails at veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronica,

Please, I beg you to be extremely urgent in this case. I have emailed the new screenshots clearly showing the date 04/21/2025, requesting closure due to gambling addiction. I also attach proof of the latest deposits and my request for chats and emails.

Between the 16th and 17th of this month I made 7 deposits worth €1,960 , which together with the previous €700 and €1,150 add up to €3,810 , in addition to many other previous deposits that should not have been accepted either.

I insist on the return of all deposits since my initial request for closure due to gambling addiction , and that my account finally be closed definitively and permanently. I am in rehabilitation and the severity of my relapse is sinking me financially and psychologically.

The casino has copies of all my emails requesting closure, as they themselves have acknowledged in writing (also attached to the email). I deleted those messages when trying to recover because I wanted to erase any trace of anything related to gambling. There are more than 20 requests for permanent account closure via email.

Please act as quickly as possible. This situation is unsustainable, and I need my money back and stability so I can continue my gambling rehabilitation without any further relapses. The casinos in your group are the only ones that have encouraged me to gamble or allowed me to reopen their website after requesting permanent closure due to gambling addiction. They are the last contact I have with slots.

I already put it in the email I sent you, but I reiterate it here, close my account for life, it is currently still open , only a mediator seems able to do it, it is impossible even if I cite my gambling addiction, give me back my money and let me start a new life without slots or casinos, they are my last obstacle and a vicious circle that never ends.

Thank you.

Hola Verónica,

Por favor, te ruego máxima urgencia en este caso, he enviado por correo las nuevas capturas donde se ve claramente la fecha del 21/04/2025 solicitando el cierre por ludopatía, adjunto también el justificante de los últimos depósitos y de mi solicitud de chats y correos.

Entre el 16 y el 17 de este mes he hecho 7 depósitos por valor de 1.960 €, que junto a los 700 € y 1.150 € previos suman 3.810 €, además de otros muchos depósitos anteriores que tampoco debieron admitirse. 

Insisto en la devolución de todos los depósitos desde mi primera solicitud de cierre por ludopatía, y en que finalmente se cierre mi cuenta de forma definitiva y permanente, me encuentro en rehabilitación y la gravedad de mi recaída está hundiéndome económica y psicológicamente.

El casino dispone de copia de todos mis correos solicitando el cierre, como ellos mismos han reconocido por escrito (también lo adjunto al correo), yo eliminé esos mensajes al intentar recuperarme porque quise borrar cualquier rastro de algo que tuviera que ver con el juego, hay más de 20 solicitudes de cierre de cuenta definitiva por correo electrónico.

Por favor, actuad con la mayor celeridad posible, esta situación es insostenible y necesito recuperar mi dinero y estabilidad para poder continuar con la rehabilitación del juego sin más recaídas, los casinos de su grupo son los únicos que me han incitado a jugar o permitido reabrir su página después de la solicitud de cierre definitivo por ludopatía, son el último contacto con slots que tengo.

Ya lo pongo en el correo que os envié, pero lo reitero por aquí, que cierren mi cuenta de por vida, actualmente sigue abierta, sólo un mediador parece que pueda hacerlo, es imposible aunque cite mi ludopatía, devuélvanme mi dinero y dejadme volver a empezar una nueva vida sin slots ni casinos, son mi último escollo y un círculo vicioso que nunca termina.

Gracias.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much for everything, Veronika. I hope so and that you can soon move on from all of this.

I look forward to your next move.

All the best.

Muchas gracias por todo Veronika, espero que así sea y pronto pueda pasar página de todo esto.

Quedo a la espera del siguiente movimiento que hagáis.

Un saludo.

Hi,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Thank you very much for everything, I look forward to hearing more.

Muchas gracias por todo, quedo a la espera de novedades.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you for reaching out and for sharing your situation with us.

We are truly sorry to hear about the difficulties you’ve been experiencing and want to express our sincere understanding and support.

After carefully reviewing your account activity , we can confirm that each time you requested the closure of your account, your request was promptly honoured. Specifically, your SpinSamba account was closed immediately following your message in April.

We would like to clarify that the SpinSamba account was later reactivated following a direct request from you.

While we do not make assumptions regarding individual motives, we are aware that in some cases, account closure request has been used by a small number of players to access promotional offers or bonuses. We are not implying that this is the case here, but it is something we must be mindful of.

Once an account is reopened, gameplay takes place under fair and transparent conditions. As is always the case, outcomes are determined by certified systems where wins and losses are both part of the experience. In your case, we note that you deposited approximately €4,000 and withdrew €1,000 during the time the account was active.

Your SpinSamba account is now being permanently closed, and you will no longer receive promotional communications.

We kindly ask for your approval for the SpinsSamba team to share your details with the Casino Guru forum so that we can communicate with them to resolve the complaint. IF you wish to do so please send your approval via email on vip@spinsamba.com

We truly wish you all the best in your recovery and thank you again for bringing this to our attention.

I confirm that I have given my approval by sending an email to vip@spinsamba.com .

Confirmo que he dado mi aprobación, enviando un correo electrónico a vip@spinsamba.com.

What they don't make clear in their response is whether they are going to give me my money back or not, I don't understand what they mean by:

"We request your approval for the SpinsSamba team to share your data with the Casino Guru forum so that we can communicate with them and resolve the complaint. If you wish to do so, please email your approval to vip@spinsamba.com "

I request clarification, because if they close my complaint by simply closing my game account, I do not agree.

Lo que no dejan claro en su respuesta es el hecho de si me van a devolver el dinero o no, no entiendo a que se refieren con:

"Le solicitamos su aprobación para que el equipo de SpinsSamba comparta sus datos con el foro de Casino Guru para que podamos comunicarnos con ellos y resolver la queja. Si desea hacerlo, envíe su aprobación por correo electrónico a vip@spinsamba.com"

Solicito aclaración, porque si dan por cerrada mi queja simplemente cerrando mi cuenta de juego no estoy de acuerdo.

Hello,

Thank you for your response, but I need to clarify several key points regarding my case:

1) My account was NOT reactivated directly through my request. After I self-excluded due to gambling addiction in April, I received a promotional SMS with a link that allowed my account to be automatically reopened with an active bonus. I didn't request it to be reactivated; the action came from the casino, which had already been specifically informed of my repeated requests for permanent closure and my gambling addiction.

2) You mention €4,000, but there is an even higher amount in previous deposits, which should not have been allowed if my requests for self-exclusion due to gambling addiction had been respected.

3) I completely reject any suggestion that I misused the closure requests to obtain promotions or bonuses . All my messages and chats make it clear: I was requesting closure due to addiction, in an attempt to recover. For rehabilitation reasons, I deleted almost all of these messages, but you have acknowledged in writing that you retain full copies of all my emails and chats requesting closure, and you can provide them upon request to Casino Guru.

4) I'm currently in rehab, and the severity of my relapse due to these events is devastating me psychologically. I need urgent action, not only to permanently and irrevocably close my account, but also to refund all deposits made since my initial gambling claim.

5) Of course, I give my approval for all my data to be shared with Casino Guru so that this complaint can be resolved as soon as possible.

I ask that you act quickly and take all necessary measures now to protect my health and allow me to move forward in my recovery. I trust that now, with Casino Guru's mediation, I will be able to close this chapter and move on with my life.

Thank you in advance for your help and understanding.

All the best.

Hola,

Gracias por vuestra respuesta, pero necesito aclarar varios puntos clave respecto a mi caso:

1) La reactivación de mi cuenta NO fue una solicitud directa por mi parte. Tras mi autoexclusión por ludopatía en abril, recibí un SMS promocional con un enlace que permitió que mi cuenta se reabriera automáticamente y con un bono activo. Yo no solicité volver, la acción vino del casino, que ya tenía constancia expresa de mis reiteradas peticiones de cierre definitivo y mi situación de adicción al juego.

2) Habláis de 4000€, pero existe una cantidad aún más elevada en depósitos anteriores, que tampoco deberían haberse permitido si se hubieran respetado mis peticiones de autoexclusión por ludopatía.

3) Rechazo totalmente cualquier insinuación sobre un mal uso de las solicitudes de cierre para obtener promociones o bonos. Todos mis mensajes y chats lo dejan claro: pedía cierre por adicción, para intentar recuperarme. Por motivos de rehabilitación borré casi todos los mensajes, pero vosotros habéis reconocido por escrito que conserváis copia íntegra de todos mis correos y chats solicitando cierre, y podéis aportarlos cuando Casino Guru lo requiera.

4) Actualmente estoy en rehabilitación y la gravedad de mi recaída debido a estos hechos me está hundiendo psicológicamente. Necesito que se actúe con máxima urgencia, no solo para cerrar definitivamente e irrevocablemente mi cuenta, sino también para que se me reembolsen todos los depósitos realizados tras mi primera solicitud por ludopatía.

5) Por supuesto, doy mi aprobación para que todos mis datos sean compartidos con Casino Guru y así se resuelva esta queja lo antes posible.

Pido, por favor, que actúen rápido y se tomen ya todas las medidas necesarias para proteger mi salud y permitirme avanzar en mi recuperación. Confío en que ahora sí, con la mediación de Casino Guru, podré cerrar este capítulo y continuar con mi vida.

Gracias de antemano por su ayuda y comprensión.

Un saludo.

Dear Spin Samba Casino Team,

Could you please react? Based on the evidence provided, your support team was clearly informed about player's gambling problems. If you were aware of such information, the account should not have been reopened. Even if the player requests it, this is not relevant, as players with gambling issues have no control over their actions.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Problem solved.

Problema resuelto.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gioto6969,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jozef